People Management

Service excellence can never be greater than the people providing it. How service professionals feel, act and behave is therefore critical in the Facility and Service Management and for the success of an outsourcing relationship.

Unsurprisingly, various studies have concluded that employee engagement is a strong predictor of outcomes such as productivity, efficiency, customer focus, service quality and profitability. In other words, engagement affects service behavior and service behavior is a prerequisite for excellent customer experiences.

One of the ways to enhance employee engagement is to continuously understand and reinforce the shared and individual purpose of work. Working with purpose allows us to be driven by something greater than just the daily tasks and profits. It is driven by great ambitions, visions and to be something or someone for others.

When a customer decides to outsource services, it is therefore important that all employees who are involved in the service delivery system can understand and articulate how they – both collectively and individually – can assist in bringing the customer purpose to life. This can be achieved through dedicated service employee training.

It is the responsibility of both the customer organizations and the facility provider that the outsourced service employees know how to best represent the customer brand, business values and understands the customer needs, demands and their way of doing things.

Training is however only one part of the equation. Working with self-delivery is the other.

A self-delivery model means that all staff are employed and managed by the service provider and thereby represent our values, virtues and codes of conduct.
At ISS we believe that only by utilizing a self-delivery model a service provider can make sure to have the right dedicated in the right places. Employees that are engaged with their work, trained to serve the clients’ needs and reinforce the customer purpose.
As a vigilant, imaginative and decisive actor, ISS will continue to be the market leader in developing new strategies, tools and concepts to develop and manage an engaged workforce that is dedicated to help our customers and maximize the value of their Facility Management operations.

How to best implement diversity strategies in the workplace

To compete in a market place experiencing significant demographic changes, businesses must develop and implement a diversity management strategy to attract and retain the best global talent. But what is the best practice to do so?

Engaged employees are more productive, more customer-focused and more loyal – and companies with high levels of employee engagement are more profitable, according to a number of studies over the past two decades.

Want to learn more?

Read our white paper on how diverse leadership yields higher earnings

Diversity is not an end in itself but a means to something greater- to improve competitiveness and the bottom line. In this respect, diversity matters both among employees and among management. Management influences culture and thus helps to promote the gains of diversity.

ISS was founded in Copenhagen in 1901 and has grown to become one of the world's leading facility services companies with revenues in 2016 amounting to DKK 79.2 billion. The secret to our success lies in how we tailor our solutions to client needs, how we manage risk, and how our engaged team of more than 490,000 staff members add the power of the human touch in everything we do.